Client Services Executive

• Who we're looking for: We're looking for a Client Services Executive to help deliver outstanding support and service experiences for Tillo's customers. This role suits someone who enjoys solving problems, working across multiple teams, and acting as a trusted point of contact for customers throughout their journey with Tillo.
  
  You'll work closely with Account Management, Product, Engineering, Finance, Implementations, and Operations teams to ensure customer issues are resolved quickly and effectively. You'll play an important role in maintaining customer satisfaction, supporting operational excellence, and helping Tillo scale its customer support capabilities as we continue to grow globally
• The challenge: Support a growing customer base while maintaining exceptional service quality, fast response times, and high customer satisfaction. You'll help resolve a wide variety of customer queries, coordinate cross-functional problem solving, support incident management, and identify opportunities to improve processes, automation, and operational efficiency
• Where you'll work: This role will be based in Austin, you'll be part of our global team, collaborating with colleagues and serving customers across the UK, USA, Australia, South Africa, and beyond. Our hybrid approach offers flexibility with regular team connection in our Austin office

The Tillo Difference

We're in the business of rewards and incentives, so we know a thing or two about the importance of giving back. We can't grow as a business without growing as individuals, so we are committed to providing a workplace where passionate, driven individuals can thrive. We value collaboration, trust, positivity, and a willingness to learn - only by working as a team will we reach our goals.

We're the market leader in the UK and are active in a number of other markets including USA, Europe, Australia and India.

Day to day this role will

• Manage and resolve customer support tickets across a range of operational, technical, and service-related topics
• Provide excellent customer service at every stage of the customer journey
• Handle customer queries and requests, taking ownership of resolution or escalation where required
• Act as a key liaison between customers and internal teams including Account Management, Engineering, Product, Finance, and Implementations
• Support incident management processes, supplier escalations, and customer communications during service disruptions
• Create and maintain customer-facing support content, guides, and documentation
• Maintain supplier documentation and escalation processes to ensure information remains accurate and up to date
• Identify recurring customer issues and collaborate with internal teams to improve processes and service quality
• Support initiatives focused on automation, operational efficiency, and continuous improvement
• Ensure customer queries are handled within agreed service levels and quality standards
• Contribute to maintaining strong customer satisfaction scores and resolution time targets
• Proactively identify opportunities to improve customer experience and team effectiveness

What we're looking for

• Experience in customer support, service delivery, operations, or another customer-facing role
• Strong relationship-building skills with the ability to work effectively across internal and external stakeholders
• Excellent written and verbal communication skills
• Strong problem-solving ability and curiosity when investigating issues
• Comfortable working in fast-paced environments with changing priorities
• Experience using support, ticketing, or CRM platforms such as Jira, Zendesk, Salesforce, or similar tools
• Strong organisation and prioritisation skills with the ability to manage multiple tasks simultaneously
• Ability to work through ambiguity and confidently determine the next best action
• High attention to detail and commitment to maintaining accurate information across systems and documentation
• Proactive ownership mindset with a willingness to take responsibility for delivering outcomes
• Curious to learn about Tillo, our products, customers, and industry

Helpful but not essential

• Previous experience in B2B SaaS environments
• Project coordination or project management experience
• Experience delivering presentations internally or externally
• Experience creating customer documentation, guides, or support content
• Exposure to automation, AI tools, or process improvement initiatives
• Experience with in gift cards, rewards, incentives, fintech, e-commerce, or customer operations environments

Benefits

We offer all our employees trust and empower our team to work with flexibility and autonomy. We're a close-knit team and love working collaboratively, with our hybrid model, our team can come together at our fantastic offices, but also focus in their own space. The Tillo team are a motivated bunch and we all work hard to push Tillo forwards, always innovating.

We completely understand the importance of work/life balance and offer a supportive and collaborative working environment with the…